Sustainability report 2017 NON-FINANCIAL CONSOLIDATED DISCLOSURE pursuant to Legislative Decree 254/2016 Contents Contents............................................................................................................................................................. 2 Letter to stakeholders ........................................................................................................................................ 4 Note about the methodology ............................................................................................................................ 5 TPER ................................................................................................................................................................... 7 Key data ......................................................................................................................................................... 8 Vision and Mission ....................................................................................................................................... 10 Sustainability scenarios, strategies and policies ........................................................................................... 11 Regulatory framework ................................................................................................................................. 14 Governance and corporate structure .......................................................................................................... 16 The control model and measures to combat corruption ............................................................................. 19 Risk management ........................................................................................................................................ 24 Stakeholder .................................................................................................................................................. 27 Materiality Analysis ...................................................................................................................................... 29 Responsible management of the business ....................................................................................................... 31 Services offered ........................................................................................................................................... 32 Distribution chain ......................................................................................................................................... 36 Sector positioning and benchmarking (road services) ................................................................................. 37 Investments, projects and innovation .......................................................................................................... 39 Internal organisation - Human Resources ........................................................................................................ 44 Labour practice ............................................................................................................................................ 45 Enhancing human resources ........................................................................................................................ 46 Industrial relations ....................................................................................................................................... 47 Employment ................................................................................................................................................. 48 Turnover ...................................................................................................................................................... 48 Diversity and equal opportunities ................................................................................................................ 50 Health and safety ......................................................................................................................................... 51 Training and education ................................................................................................................................ 52 Environmental sustainability ............................................................................................................................ 54 TPER's environmental policy ........................................................................................................................ 55 TPER fleet ..................................................................................................................................................... 57 Materials ...................................................................................................................................................... 61 Energy consumption .................................................................................................................................... 62 Waste management ..................................................................................................................................... 65 Water resources .......................................................................................................................................... 66 Biodiversity .................................................................................................................................................. 67 Emissions ..................................................................................................................................................... 68 TPER Group 2 Environmental performance. TPER's contribution to emission abatament ................................................. 72 Responsible management of the Supply Chain ................................................................................................ 73 Customers ........................................................................................................................................................ 75 Quality of services ........................................................................................................................................ 76 Communication, information, listening ....................................................................................................... 78 Security ........................................................................................................................................................ 79 Users' Advisory Committee .......................................................................................................................... 80 Customer satisfaction .................................................................................................................................. 81 Financial performance ..................................................................................................................................... 85 Distributed economic value ......................................................................................................................... 85 Analysis of the economic impact on the area .............................................................................................. 87 The extended value of TPER (direct, indirect, induced) ............................................................................... 88 TPER's commitment to the region ................................................................................................................... 91 Local communities ....................................................................................................................................... 91 Public shareholders - Local institutions in the areas of operation - Mobility agencies ................................ 93 Training and education ................................................................................................................................ 94 Company growth ......................................................................................................................................... 95 Marketing communication ........................................................................................................................... 96 Other initiatives ........................................................................................................................................... 96 Index of GRI Indicators ..................................................................................................................................... 99 Report by the external auditors ..................................................................................................................... 107 TPER Group 3 Letter to stakeholders The 2017 Sustainability Report, which contains the information required by the Consolidated Non-Financial Disclosure pursuant to Legislative Decree no. 254/2016, confirms for the fourth consecutive year the desire to present the Group's approach and performance, in a transparent and shared manner. The drafting of this document is not a formal act; rather, it is a synthesis of TPER's commitment to integrate information on industrial and economic performances with the themes of social and environmental sustainability, with a view to responsible business management. Indeed, sustainable development is a very topical issue worldwide, in a context of